How to Tackle Guest Issues Like a Pro and Still Snag Those 5-Star Reviews

Being an Airbnb host is a little like being the conductor of a symphony: you’re orchestrating the perfect stay, complete with cozy accommodations, impeccable vibes, and hopefully zero complaints. But let’s face it: even the most well-oiled Airbnb operations can hit a sour note now and then. When things go sideways, how you handle the situation is the difference between a 5-star review and one that’ll haunt your profile forever.

First things first: if you want 5-star reviews, you have to genuinely care that your guests have a 5-star experience. Remember, out of all the Airbnbs in a saturated market, they chose yours. That’s pretty awesome! Being grateful for their choice and striving to give them an incredible experience is the foundation of stellar hosting. When your guests feel valued, they’re far more likely to leave glowing feedback.

Now onto the secret. Guests aren’t just booking a place to crash; they’re booking an experience. And guess what? You’re the VIP tour guide.

So let’s dive into how to turn problems into golden opportunities and keep that 5-star streak alive.

The Power of the First Check-In Text

Timing is everything. About an hour after your guests check in, shoot them a quick message:

“Hi [Guest’s Name]! Just checking in to see if everything’s perfect so far. Let me know if you need anything at all. I’m here to help!”

This text does two things:

• Shows your guests you care (hello, hospitality!);

• Gives them a chance to flag any issues early on.

  
  

If there is a problem, this is your chance to fix it ASAP. A wonky Wi-Fi password? Send them the right one in two seconds flat. Missing towels? Sprint over there like a towel-bearing superhero. Solve the issue quickly and guess what? They’ll forget all about it by the time they’re lounging on your oh-so-comfy couch.

When Messages Won’t Cut It, Pick Up the Phone

Some problems need more than a “sorry about that” text. If you sense your guest is frustrated or the issue’s too big for quick back-and-forth messaging, call them. Yes, an actual phone call—like it’s 2005.

A quick call can work wonders:

• You’ll come across as empathetic and professional.

• Guests can explain their issue in detail, and you can assure them you’re on it.

  
  

Pro Tip: Smile and stand while you’re talking on the phone. It might feel silly, but your guests will hear it in your voice.

Be the Experience Fairy Godparent

Remember, guests aren’t just staying at your place; they’re crafting memories. Did they mention they’re celebrating a birthday? Leave a little note and a cupcake. Are they in town for a romantic weekend? Toss in some candles and a playlist recommendation.

When guests feel like you’ve gone above and beyond, those little hiccups (like a slow-draining sink) won’t even register. They’ll remember the experience you created.

Don’t Let Small Problems Snowball

Here’s the thing: a small problem, left unresolved, grows into a Big Emotional Deal. Guests will stew over it, and that frustration will spill over into their review. Nip it in the bud!

“No coffee filters? No problem! I’ll drop some off right now or order them on amazon real quick — and throw in some locally roasted beans for good measure.”

By addressing issues promptly, you’re saying, “I care about your stay,” (which you absolutely should - don't fake this!) and that’s what wins hearts (and stars).

Wrap It All Up With a Killer Follow-Up

When your guests’ trip is winding down, leave them with a good vibe. A message like this goes a long way:

“Hope you’ve had an amazing stay! Let me know if there’s anything you need before check-out tomorrow. Safe travels, and I’d love to host you again in the future!”

If the guest is up for it, give them a quick call to ask how their trip went. A little phone conversation can go a long way in showing you genuinely care about their experience. It also leaves a lasting positive impression that’ll make them eager to write you that glowing 5-star review.

This leaves a lasting impression and reinforces your commitment to their experience. Plus, it gently nudges them toward that 5-star review you’ve earned.

How do we know that? It's what we do with our STR for (almost) every guest. We appreciate the real time feedback and we also get to feel like we made a real connection with the guests.

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Being an Airbnb host isn’t about avoiding issues altogether (spoiler: that’s impossible); it’s about how you handle them. Show your guests you care, fix problems before they fester, and sprinkle a little extra magic into their stay. That’s how you turn an “ugh” into an “OMG BEST HOST EVER!!!”

Now go forth and 5-star your way to hosting glory!

If you have any questions or comments (or just want to chat), don't be afraid to ask us!

We loved hosting you and glad you had a good stay! Come again soon!

x Citrus Velvet Interiors

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